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Click here or scroll down to respond to this candidateCandidate's Name
Columbus, Georgia PHONE NUMBER AVAILABLE EMAIL AVAILABLEPROFESSIONAL PROFILEDetail-oriented, dedicated, and highly motivated professional with in-depth research, analysis, and customer care experience. Solid analytical, communication, interpersonal, problem solving and critical thinking skills. Seeking to work in an environment that will challenge and expand upon the abilities and skills I have obtained from past career experiencesCORE COMPETENCIESCustomer ServiceCritical ThinkingEmpathyVerbal and Written CommunicationPROFESSIONAL EXPERIENCETHE HARTFORDSenior Quality Analyst, July 2023- PresentProvide consistent, independent and objective assessments for Middle and Large Commercial and Global Specialty Operations teamsIdentifying trends in payment discrepancies amongst payersAuditing closed balance and write-off claims to ensure accuracy of payment to contractUnderstanding insurance contract termsHave a thorough understanding of, and exposure to, supported business groups and processesPerforms or confirms production and quality audits for auto claims.Assists product support areas in gathering and analyzing dataDevelop skills among supported individuals through consistent and continuous feedbackConduct focused audits and targeted reviews, document findings and make recommendations to improve resultsPerform quality review of work performed within the Middle Large Commercial and Global Specialty Operations teams.Complete quality reviews in conjunction with best practice and quality playbooks to ensure accuracy, compliance, and the identification of opportunities.Record and report results using quality tools (Verint, ImageRight and Excel)Partner with operations leaders to determine and recommend areas of and advance the value of the quality program.Create quality playbooks that support the purpose and intent of the quality program.Participate in and/or conduct calibration activities with peers, customers, and partners (training/underwriting) to assure alignment across the organization.Analyze data and results with the purpose of identifying quality trends, characterize opportunities, and quantify business impact.Lead quality audit calibration sessions and debrief on learnings with audit team.Long Term Disability Analyst, Jan 2022 July 2023Work with internal and external customers to retrieve and relay information relevant to long-term disability claimsProvide exceptional customer service using professional written and verbal communication skillsGather information, make sound decisions and draw appropriate conclusions using critical thinking and mathematical aptitudeUtilize business acumen and technical expertise to make ethical decisions based upon a mixture of analysis, experience and judgment with management oversightMaintain a dedication to meeting the expectations and requirements of internal and external customersHelp to create a positive team environment that achieves Group Benefit Claims Diversity and Inclusion initiatives and objectivesALLSTATE, REMOTECustomer Service Rep, Jan 2021 Dec 2021Support our customers by delivering an effortless and personalized ExperienceActive listening and showing compassion and displaying empathy for the customer.Ensure first call resolution and customer satisfaction on all transactions.Multitasking on the computer, phone and chatrooms to support customer request.Answer customer inquiries that require an agents license on coverages, limit, deductibles and review customer policies.BEAUTY SALON, Atlanta, GAManager/Salon owner, March 2019 presentOversees the daily operations of the businessOversees the financial health of an organization and help ensure its continued viabilityPerforms office and management dutiesOrganizes customer information and account data for business planning and customer service purposesManages marketing, bookkeeping, and advertising functionsStudies the industry market and keeps abreast of new trendsProvides one-on-one consultations with clients to determine and suggest services100 % accountable for an exceptional customer service experience for each customerAssists customers in navigating the companys website, and placing orders online and troubleshooting any technical issuesPEDIATRIC ORTHOPEDIC ASSOCIATES, Atlanta, GAScheduler,Medical Transcriptionist March 2015 - April 2019Confirmed patient's appointments and informed them of appropriate preparations needed prior to examinationTranscription of physicians dictation into accurate well organized type written reportsWorked closely with referring physicians and staff to ensure proper and efficient schedulingPolitely assisted customers via telephoneProvided an elevated customer experience to generate a loyal clienteleDeveloped reputation as an efficient service provider with high levels of accuracyManaged wide variety of customer service and administrative tasks to resolve customer issues quickly and efficientlyDemonstrated proficiencies in telephone and quality assurance within a high-volume environmentScheduled appointments for patients according to established procedureAnalyzed reports to make sure all required documentation was accurate and completeVISITING NURSE HEALTH SYSTEM, Atlanta, GAScheduler, Logistics Coordinator, September 2010 March 2015Provided service support to patients who request our care and from physician referralsSupported phone center with high volume calls averaging 1,300+calls per month, scheduling appointments and performing verification according to provider rules and guidelines, documenting service requestsConferred with patients to obtain and confirm pertinent billing and demographic information and accurately enter patient and insurance information into system and complete the patient registration process in an accurate mannerCoding and processing claims forms for payment ensuring all information is accurateMaintained a superior level of customer service for each patient, vendor, and clientFrequent use of medical health records and office 365Coordinated with clinicians for timely closure of charts for billing purposesUtilized and collected data to study trends that benefit the organization as a wholeEDUCATIONTROY UNIVERSITY, Troy, ALBachelors Degree: Criminal Justice, May 2020ATLANTA TECHNICAL COLLEGE, Atlanta, GAAssociates Degree: Criminal Justice, May 2017BAUDER COLLEGE OF ATLANTA, Atlanta, GAAssociates Degree: Medical Assistant, May 2012ADDITIONAL SKILLSProficient in Microsoft 360 Office SuiteActive ListenerTyping Speed 65 wpmElectronic Health Records |
